From Manual Mayhem to Scorecard Sorcery: How Automated Quality Scoring Can Save Contact Center Sanity!
CCNG
JANUARY 3, 2024
Early in my career, I standardized and deployed a QA program across multiple contact center locations for a large global company. We listened to live calls, completed paper monitor forms, transcribed data into spreadsheets, and distributed monthly summaries by email to various teams. Our initial process was painfully manual.
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